These statements were uttered by great philosophers and warlords. Change: everyone experiences it every day, and everyone tries to handle it correctly. Usually with success; sometimes not.

 

In my work as a specialist in user experience I often deal with organizations which have to implement a major change, either for their customers or for their staff. New software for the sales department, a new intranet for all employees, an entirely new web application customers have to learn to work with.

 

A lot of thinking, meeting and consulting goes on in advance, an approach, planning and budget is discussed and defined, and then strategists, business analysts, project leaders and developers set to work. When the new application is implemented and users start working with it, an implosion takes place. Employees don't like it and clearly let it show: "It is too difficult", "I don't know where to start" and: "Everything used to be much better". People are looking for ways to avoid working with the new application: they use the old software, make up their own system or simply do nothing. Customers seek refuge with the competition: nothing has changed over there and they are not wasting any time trying to learn to work with "a new piece of rubbish".

 

Most people love what they are familiar with. Most people feel resistance against change. So the idea is not just to acknowledge the resistance, but to convert it into something positive.

If you are preparing a major software implementation, make sure to provide time and budget for change management: include it as an integral component of the overall approach.

 

Plan! Planning is half the work. Make a clear action plan. Drafting a good approach is a necessary step in the development of a well-balanced mixture of activities regarding communication, training and documentation which meets the real needs of users. Make sure that one person checks the change process and maintains a full overview. Communicate the planning to all stakeholders.

 

Consult. Involve users from the start of the development. This way not only do you create support and enthusiasm for the new software, but you also make sure that the new application is tuned to the needs of your users. Get out off your office chair and go and see the user. Investigate the needs. Regularly test whether you are on the right track.

 

Communicate. Do not expect "everything to be clear when the project is ready". Inform the users in advance. Choose the right communication tools: newsletters, posters, a special website, an intranet corner, flyers, info sessions, etc. Focus on "what's in it for you": underline the advantages, but stay realistic. Try to communicate a common vision. Also continue to communicate after the application has gone live.

 

Train. If training is required, dedicate enough time to an adequate training plan. Look at what you need in terms of skills, knowledge and attitudes. Set out learning targets. Carefully select the right training tool based on your users: e-learning, group sessions, remote, via key users, etc. Carefully select your teaching material. Coach the trainers, if necessary.

 

Support. Invest in user documentation and support. Think of context-sensitive online help, a helpdesk, a demo, etc. Consider what your users need. And why not a "tip of the day" or Quick Reference Card? Maybe a Twitter account where users can ask questions? Use the right channels to support your users.

 

Do you think that is a lot of work? You're right. It is. But if you are not convinced, try doing nothing and look what happens to your investment.

 

Sigrid Vandenweghe

"Your success in life isn't based on your ability to simply change. It is based on your ability to change faster than your competition, customers and business." (Mark Sanborn)